Select Admin in the Navigation bar and then select Settings>Remote Control to open the Chat screen. 

On this screen, you can set options for Remote Control Customization and Remote Control Recording Customization.

For the Remote Control Customization, you can choose between two values in the Access Level field:

  • Full: Your Agents have access to control the customer's desktop.
  • View with annotation: Your Agents can view the customer's desktop, use the pointer, and annotate items on the screen, but cannot control it. 

For the Remote Control Recording Customization, you choose to save recordings by selecting the Recording checkbox. If you leave the checkbox clear, the system will not save any recordings.